第二部分小组客服作业.doc

Questionnaire research
1.Aspects of customer care we need to research:
Our company staff should pay attention to the following problems when providing service to customers:
a) In terms of staff personal skills, staff should have a wide knowledge of profession, have the ability of collect accurate information and make the right decisions,and have the ability of handle problems. what’s more important, staff should do their job efficiently. Besides, the appearance of staff should be kind, and their workplace should keep clean and tidy.
b) When providing service for customers, first, our staff should have a good service attitude, keeping a warm smile at any time is important for making the customer satisfied. Second, facing the problems customer refered, staff should find the pertinent information which can satisfied customer needs as soon as possible, and guarantee the quality of information is reliable, last but not least, staff be polite, friendly, enthusiastic to customers , and regard customers as god, respect them.
2. Methods of gainning research information:
Ø Get information from customers:
l sending e-mails and letters to customers.understand the satisfaction of customers
l have an interview to customers,learn the shortage of the company
l use fei xin or qq have a chatting on internet with customers
l Make a phone call to customers, ask them to give a advice to our service after they have been received
l set a series questionnaire research for customers, acquire information from them.
l have an interview to customers, know the strengths and weakness of the company.
Ø Get information from secondary data:
l on the internet to look through the forum of customers comment
l we can search some books and magazines, learn the needs and wants of customers
3. Benefits of such market research for agency:
a) How to use the information:
According to research the information and know the requirement of customers, our company have a right recognition about own products and service, which helps to find an definite target of training for staff, know what we should do in the future, and understand what kind of promotion is more efficiency, research the information helps to improve the company’s management level, provide good quality of products and service for customers, make customers satisfied.
b) Benefits of market research for agency:
In terms of agency, market research can bring some benefits for it as follows: first, it can reduce complaints and blames from customers, and reduce the expense of agency, second, it helps to agency provide good quality of products and service, which can attract more customers and make more money, besides, when provide service for customers, the staff will obtain more knowledge and skills, and helps to set a good relationship between staff and customers, build the agency’s loyalty.